Customer Care Outbound Agent - Customer Care

Hard Rock Hotel & Casino Ottawa

9d

About The Position

As an Outbound Calling Sales Specialist at Hard Rock and Seminole Gaming, you will help drive revenue and improve customer engagement by proactively contacting potential and existing customers to promote casino services and offerings. You will build relationships, understand customer needs, and provide tailored solutions. You will also assist customers with reservations for hotel stays, dining, spa services, casino giveaways, and other benefits, helping ensure a seamless and enjoyable customer experience.

The role is typically performed in an office using a phone and computer, with occasional duties meeting or hosting players in the Casino. It requires remaining seated for an entire shift while making outbound sales calls and completing reservation transactions, sometimes involving repetitive finger and wrist motion. The schedule must support a 24-hour call center operation, including flexible hours, nights, weekends, and holidays. Team members are expected to meet assigned performance indicators, such as phone calls and room bookings.

Requirements

• At least 2 years of current Customer Care experience.
• Exceptional guest service skills.
• Ability to resolve stressful situations.
• Ability to work flexible schedules, including nights, weekends, and holidays.
• Ability to multitask and use multiple computer systems at once.
• Ability to remain seated for an entire shift and perform repetitive finger and wrist motions.
• Ability to work hours that support a 24-hour call center operation.
• Ability to meet assigned key performance indicators, such as phone calls and room bookings.

Nice To Haves

• At least 2 years of current telemarketing or contact marketing experience, or an equivalent combination of education and experience in the Casino or Hotel business.
• Experience in a casino and/or hotel environment.
• Proficiency with Microsoft Office, Excel, and Word.
• Experience with gaming machines and/or table games.

Responsibilities

• Explain marketing promotions, initiatives, and property amenities according to customer interests and needs.
• Maintain accurate and up-to-date contact information for assigned players.
• Provide exceptional guest service to internal and external customers during every interaction.
• Document and process reservation requests for rooms, events, promotions, restaurants, spa services, and dining.
• Follow policies and procedures and accurately complete and file required paperwork.
• Meet or exceed call metrics, including calls made, connections achieved, and reservations booked.
• Handle inbound calls, chats, and other guest contacts.
• Promote casino services and offerings to potential and existing customers.
• Assist customers with reservations for hotel stays, dining, spa services, casino giveaways, and other benefits.

Benefits

• Comprehensive benefits package intended to support team members’ health, future planning, and work-life balance; benefits may vary by employment status.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed